While the car rental business has been growing steadily (it is expected to grow at 15% CAGR till 2019 and beyond), the experience of customers during the rental and post rental phase has remained the same. The Retail industry has raised the bar in this space significantly and customers are expecting similar experiences in other services as well. Considering the importance of this in the entire customer lifecycle in terms of satisfaction scores (NPS surveys) and repeat business – We have the best facilities to serve your commute.
1. Automation~
Automating the checkout and return processes reduces customer wait times, enhances the customer experience, and boosts bottom-line performance. Further, by adopting a mobile-first approach, the major hurdles encountered by a customer can easily be removed.
2. Connected Experience and proactive support~
Everyone likes to have an assurance of immediate help & support, and trust service providers who can speak from a position of authority. In the car rental industry, providing immediate support through instant customer service, sending proactive notification of a faulty situation with the car (sensor technology and telematics), offering real-time support (alert roadside assistance or the service center) are some of the measures that we provide to help you out.
3. Loyalty~
Based on the rental data collected, we identify their super customers (customer segmentation analysis) and look to reward them by running personalized campaigns & incentivized bookings, and by upgrading offers around the year. This also helps us in creating a great customer base who act as the brand ambassadors for the car rental provider and continue to remain loyal. Upon using the partner networks and blockchain-enabled technology, we allow their customers to redeem the loyalty points with multiple partners. Stats reveal that 80% of a company’s future revenue would come from 20% of existing customers; thus proving that retention and loyalty play a pivotal role.
4. Looking ahead~
The car rental industry is at the cusp of major transformation/disruption with customers looking for a seamless experience and ‘app-store speed’ service. And the survival of the car rental providers will solely depend on how fast we can identify and respond to changing demand amid an increasingly competitive and evolving environment. Entry barriers have been significantly lowered (e.g. Uber, Lyft ), newer business models have evolved (Easy Cars, Zip Car, Silver car) and customers have plenty of alternatives to choose from. It is time to elevate the business propositions, provide improvised and pro-active engagement and invest in over the horizon approaches with the right partner to stay relevant. And we are here to provide you the best to ease up your travel plans.
TERMS AND CONDITIONS
Article 1 Application of the Terms and Conditions
Under these Terms and Conditions, the Company shall rent a motor vehicle (hereinafter referred to as “Rental Vehicle”) to the Renter, and the Renter shall rent such Rental Vehicle from the Company. In provision with Article 8.3, should a driver other than the renter drive the Rental Vehicle, this other driver must be made aware of and adhere to these Terms and Conditions. Particulars not provided in these Terms and Conditions shall be construed in accordance with the subsidiary rules provided in Article 40, laws, regulations and general customs.
2. The Company may enter into any special contract, provided that it is not contrary to the purport of these Terms and Conditions or the subsidiary rules, the laws, the administrative notices, and general customs. In the event special contracts are entered into, such special contracts shall prevail over the Terms and Conditions.
Article 2 Making Reservations
Provided that the Renter agrees to the Terms and Conditions and the price list, etc. as set forth separately, the Renter can, upon renting the Rental Vehicle, by the method provided separately, make reservations by specifying in advance the class of the Rental Vehicle, the commencement date and time of rental, the renting place, the period of rental, the returning place, the driver’s name(s), use or non-use of a child seat or other accessories, and other rental conditions (hereinafter referred to as “Renting Conditions”). With regard to microbuses, the Renter shall make reservations by additionally specifying the driving area or the destination(s), as well as the number of passengers and the purpose of the rental, as part of the Renting Conditions.
2. Upon receipt of the reservation from the Renter, the Company shall comply, in principle, with such reservation to the extent that the Rental Vehicle is available for such rental within the vehicles in possession of the Company. In such case, the Renter shall pay a separately stipulated reservation deposit unless the Company agrees otherwise.
Article 3 Change of Reservation
In the event that the Renter desires to change any of the Renting Conditions as described under Article 2.1, the Renter must obtain the consent of the Company in advance.
Article 4 Cancellations of the Reservations, Etc.
The Renter can cancel the reservation by the method provided separately.
2. The reservation shall be deemed to have been cancelled when the Renter does not commence the process of executing a rental agreement for renting a Rental Vehicle (hereinafter referred to as “Rental Agreement”) within one hour from the reserved commencement time of rental due to its own cause.
3. In the event of Articles 4.1 and 4.2, the Renter shall pay a cancellation fee to the Company as separately stipulated. Upon receipt of the cancellation fee, the Company shall return to the Renter the reservation deposit received.
4. If the Company cancels the reservation or does not execute the Rental Agreement due to its own cause, the Company shall return to the Renter the reservation deposit received, and additionally pay a penalty to the Renter as provided separately.
5. If the Rental Agreement of the anticipated Rental Vehicle is not executed as a result of any occurrence of an accident, theft, non-return, a recall, or natural disaster or any other event, which is not attributable to the Renter or the Company, the reservation shall be deemed to have been cancelled. In such case, the Company shall return to the Renter the reservation deposit received.
Article 5 Substitute for the Rental Vehicle
If the Company is unable to rent a vehicle of the same class that the Renter has reserved, the Company may offer to rent a vehicle of a different class (hereinafter referred to as “Substitute Vehicle”).
2. If the Renter accepts the offer as provided in Article 5.1, the Company shall rent the Substitute Vehicle under the same Renting Conditions offered at the time of reservation other than the class of rental vehicle. If the rental charge for the Substitute Vehicle is higher than that of the vehicle class as reserved, the rental charge for the reserved vehicle class shall apply, and if the rental charge for the Substitute Vehicle is lower than that of the vehicle class as reserved, the rental charge for the vehicle class of the Substitute Vehicle shall apply.
3. The Renter may refuse to accept the offer for the Substitute Vehicle made in accordance with Article 5.1 and cancel the reservation.
4. In the case of Article 5.3, if the reason for the Company’s failure to rent the Rental Vehicle is attributable to the Company, the cancellation shall be treated as a cancellation pursuant to Article 4.4, and the Company shall return to the Renter the reservation deposit received, and additionally pay a penalty to the Renter as provided separately.
5. In the case of Article 5.3, if the reason for the Company’s failure to rent the Rental Vehicle is not attributable to the Company, the cancellation shall be treated as a cancellation pursuant to Article 4.5, and the Company shall return to the Renter the reservation deposit received.
Article 6 Exemption
Except as otherwise stated in Articles 4 and 5, the Company and the Renter shall make no claims whatsoever against each other with respect to the cancellation of reservations or the non-execution of the Rental Agreement.
Article 7 Agency for Reservations
The Renter may make reservations through travel agents, business partners, etc. (hereinafter referred to as “Agent”) who handle reservation services on behalf of the Company.
2. The Renter who has made reservations through the Agent as described under Article 7.1 may apply for change or cancellation of such reservations only through the said Agent.